Senior Account Manager

Job Description

Job
Senior Account Manager

Position Title

Senior Account Manager, Localization

Position Summary

In this position you will serve as the primary support for a team of Client Service Representatives within Localization Dubbing services. Pivotal to the success of supporting the Client Services team, will be your ability to provide availability, approachability, and reliable guidance to direct reports, as well as be a point of contact for daily escalation with MGM, Indie clients and Netflix and their respective production partners. You will collaborate closely with the Client Services team, Operations, and MGM, Indie clients and Netflix to ensure timely delivery of high-quality assets. You will uphold the company's core values and lead by example in all your day-to-day interactions and exchanges and ensure a high-level of communication, in the face of any challenge, is maintained by the team.

Main Duties

This position provides key support and guidance to a team of Dubbing Client Service Representatives and helps maintain a collaborative partnership between the Dubbing, Subtitling, Theatrical and Fulfillment lines of business supporting the MGM, Indies, and Netflix studio desks.

A Day in the Life of this role includes the following:
• Ensure the Client Service Representatives are well informed and have the information required to thoroughly respond to clients and production emails with clarity, professionalism, and in a timely manner.
• Address challenges or questions raised by the team with honesty, transparency and authenticity while maintaining a neutral and unbiased approach. If an answer or solution is not immediately known, assure the team that the challenge will be further examined, and follow-up provided.
• Provide constructive, actionable feedback to the team for improvement and encourage individual growth in specific areas of interest.
• As challenges arise (addressing delays, missing assets, redelivery requests), reassure the client that the issue is being attended to and addressed.
• Acknowledge and vocalize individual and team achievements.
• Escalate high-level challenges to the AD and discuss options and plans of action to address the issues.
• Train new staff (specialized training beyond general localization onboarding curriculum provided at onset of hire).
• Maintain flexibility and an open mind with regards to process improvements and a willingness to share skills, knowledge, and expertise.
• Ensure cost tracking and billing are maintained and completed by the Client Service Representatives.

What You Bring
• 5+ years of experience in client services.
• Experience in dubbing and localization.
• Have worked in global organizations.
• Ability to use good judgment in any situation.
• Solutions-oriented and passion for excellence. Ability to mentor others to achieve the same.
• Can identify gaps in process and corresponding solutions to ensure regular throughput of assets at highest efficiency and quality.

We offer competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-rejeb0-3-143-0-157-42 in your application.